Operational notices and the API

Tell the assistant about today: an outage, a maintenance window, a delayed supplier. Manually, or from your own tooling.

What this is. A short, temporary message the assistant takes into account and mentions to customers when it is relevant.

Why it matters. Instructions describe how things normally work. A notice describes today. During an incident, a notice stops the wave of duplicate tickets about something you already know is broken.

Jira project → Agent InstructionsIllustration

Agent Instructions

Agent Prompts

Set real-time operational notices that AI Portal Chat will consider when handling requests.

Support

Active prompt

Website is down for maintenance until 12 Feb at 14:00 UTC.

Expires: 12 Feb 2026 14:00 · Updated: 12 Feb 2026 08:05

Operational notice

e.g., Website is down for maintenance until Feb 12 at 14:00 UTC

The AI will proactively inform users about this notice when relevant.

Auto-expire (optional)

mm/dd/yyyy, --:--

The prompt will be automatically ignored after this time.

Set promptClear prompt

Setting a notice by hand

1Open the service desk project and click Agent Instructions in the project menu.
2Type the notice in Operational notice. State the fact and when it ends, for example: “The website is down for maintenance until 12 February, 14:00 UTC.”
3Set Auto-expire to the time it stops being true.
4Click Set prompt. Use Clear prompt to remove it earlier.

Always set an expiry

A notice with no expiry is worse than no notice. The assistant will keep telling customers about a maintenance window that finished last week, and you will not notice until somebody complains. The auto-expire field exists so nobody has to remember.

Who should write these

The service desk team, not the Jira administrator. That is why this screen lives in the project and only needs project admin rights. The person who knows the site is down should be able to say so without raising a request with you.

Setting notices from your own tools

If you already have a status page, a deployment pipeline or incident tooling, it can set and clear notices automatically. The app exposes a private URL, called a web trigger, protected by a token you generate.

Jira → Apps → AI Portal Chat → APIIllustration

AI Portal Chat

••• Help

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API Configuration

Generate an API token to allow external tools to set agent prompts via the web trigger API.

API Token

No API token has been generated yet.

Generate Token

API Usage

Use the web trigger URL with the API token to manage agent prompts from external tools.

API Endpoint

https://ad98613a-3027-4c93-b019-7357f36cd1ab.hello.atlassian-dev.net/x1/OuhgR5H3jW6kV_anUAr…Copy

Set a prompt:

curl -X POST <endpoint> \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{ "action": "set", "projectKey": "SD", "prompt": "Website down until Feb 12 14:00", "expiresAt": "2026-02-12T14:00:00Z" }'

Get current prompt:

curl -X POST <endpoint> \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{ "action": "get", "projectKey": "SD" }'

Delete a prompt:

curl -X POST <endpoint> \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{ "action": "delete", "projectKey": "SD" }'

1Open the API tab and click Generate Token.
2Copy the token immediately and store it where you keep other secrets. It is shown once and cannot be displayed again.
3Copy the API Endpoint shown underneath. It is your site's web trigger URL.
4Call that endpoint with the token. Every operation is a POST to the same URL; what changes is the action field in the body.
5Connect it to whatever already knows about your incidents: set the notice when the incident opens, delete it when it closes.

`action`	What it does	Other fields
`set`	Sets or replaces the notice for a project.	`projectKey`, `prompt`, optional `expiresAt`
`get`	Returns the current notice.	`projectKey`
`delete`	Removes the notice.	`projectKey`
`list`	Lists the service desks the app can see, with their project keys.	none

Set a notice, with an expiry

curl -X POST "<API Endpoint>" \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{
    "action": "set",
    "projectKey": "SD",
    "prompt": "Website down for maintenance until Feb 12 at 14:00 UTC",
    "expiresAt": "2026-02-12T14:00:00Z"
  }'

Clear it when the incident closes

curl -X POST "<API Endpoint>" \
  -H "Authorization: Bearer <token>" \
  -H "Content-Type: application/json" \
  -d '{ "action": "delete", "projectKey": "SD" }'

It takes a project key, not a desk ID

Pass the Jira project key, such as SD or ITSD. The app resolves it to the service desk itself. Run the list action once if you are not sure which keys it can see.

Treat the token as a password

Anybody who has it can change what your assistant tells customers. If it might have leaked, click Regenerate. That invalidates the old token immediately, so update your integration at the same time.

You do not need this feature to use the app. If nobody is going to automate it, skip it and set notices by hand.